An insurance company receives 220 calls per day from customers who want to lodge an insurance claim. All calls are handled by 7 call center agents who work from 8 a.m. to 5 p.m. every day. The way calls are handled is captured in Figure 7.12. The process model in this figure also shows the processing times and branching probabilities. 

Based on this information, answer the following questions:

• What is the unit load of the “Call center agent” pool? 

• What is the unit capacity of the “Call center agent” pool? Specifically, how many seconds per hour can the agents collectively dedicate to the process? 

• What is the theoretical capacity of the “Call center agent” pool? 

• What is the resource utilization of the “Call center agent” pool?

Transcribed Image Text:

Phone call received 60 seconds Check if customer has all required information Fig. 7.12 Process model of a call center X missing info (10% of cases) 540 seconds Register claim Claim registered Call ended